Systems and methods for an integrated interactive response system and mobile device

ABSTRACT

System and method for integrated interactive response system and mobile devices are disclosed. According to one embodiment, a method for using an interactive response system with a mobile device may include (1) an application executed on a mobile electronic device initiating contact with an interactive response system for a first provider; (2) the application retrieving a plurality of menus for the interactive response system; (3) the application displaying a first menu comprising a first plurality of options for the interactive response system; (4) receiving a first selected option from one of the first plurality of options; and (5) the application providing the interactive response system with the first selected option.

RELATED APPLICATIONS

This application claims priority to U.S. Provisional Patent ApplicationSer. No. 61/885,272 filed Oct. 1, 2013, the disclosure of which isincorporated, by reference, in its entirety.

BACKGROUND OF THE INVENTION 1. Field of the Invention

The present invention generally relates to the use of interactive voiceresponse systems, and, more particularly, to systems and methods forintegrated interactive voice response system and mobile device.

2. Description of the Related Art

Interactive Voice Response (IVR) is a system that allows a computer tointeract with a human through the use of voice and dual-tonemulti-frequency (DTMF) tones through the phone's keypad. Whiletechnological advancements in areas such as speech recognition, networkefficiency, and computer processing in general have contributed tooverall value proposition of IVR, there still are few shortcomings. Forexample, IVR systems are criticized as being unhelpful and difficult touse due to inherent design constraints. Furthermore, IVR systems areperceived as companies trying to reduce operational cost by not staffingthe agents to help customers. Such challenges detract from originalbenefits, and furthermore create frustrations to some customers whosimply want to speak to someone.

SUMMARY OF THE INVENTION

Systems and methods for integrated interactive response systems andmobile devices are disclosed. According to one embodiment, a method forusing an interactive response system with a mobile device may include(1) an application executed on a mobile electronic device initiatingcontact with an interactive response system for a first provider; (2)the application retrieving a plurality of menus for the interactiveresponse system; (3) the application displaying a first menu comprisinga first plurality of options for the interactive response system; (4)receiving a first selected option from one of the first plurality ofoptions; and (5) the application providing the interactive responsesystem with the first selected option.

In one embodiment, the method may further include: (6) the applicationdisplaying a second menu corresponding to the first selected option, thesecond menu comprising a second plurality of options for the interactiveresponse system; (7) receiving a second selected option from one of thesecond plurality of options; and (8) the application providing theinteractive response system with the second selected option.

In one embodiment, the mobile electronic device may communicate with theinteractive response system using a single communication channel.

In another embodiment, the mobile electronic device may communicate withthe interactive response system using a plurality of communicationchannels.

In another embodiment, the application may retrieve the plurality ofmenus for the interactive response system from local memory for themobile electronic device.

In another embodiment, the application may retrieve the plurality ofmenus for the interactive response system from a network location.

In one embodiment, the method may further include receiving, from theinteractive voice response system, at least one synchronization signalto synchronize the menu from the plurality of menus that is displayed.

In one embodiment, the application may provide the interactive responsesystem with the first selected option as a DTMF signal.

According to another embodiment, a method for using an interactiveresponse system with a mobile device may include (1) an applicationexecuted on a mobile electronic device displaying a first menucomprising a first plurality of options for an interactive responsesystem; (2) receiving a first selected option from one of the firstplurality of options; (3) the application displaying a second menucorresponding to the first selected option, the second menu comprising asecond plurality of options for the interactive response system; (4)receiving a second selected option from one of the second plurality ofoptions; (5) the application initiating contract with the interactiveresponse system; and (6) the application providing the interactiveresponse system with the first selected option and the second selectedoption.

In one embodiment, the application may provide the interactive responsesystem with the first selected option and the second selected option asDTMF signals.

In another embodiment, the application may provide the interactiveresponse system with the first selected option and the second selectedoption in at least one data packet.

In another embodiment, the application may retrieve the plurality ofmenus for the interactive response system from local memory for themobile electronic device.

In another embodiment, the application may retrieve the plurality ofmenus for the interactive response system from a network location.

According to another embodiment, a method for using an interactiveresponse system with a mobile device may include (1) receiving, at aninteractive response system, a first communication from a first device;(2) receiving, at the interactive response system, a request tocommunicate with a second device; (3) providing, over a network, a linkto a software application to be used with the interactive responsesystem; and (4) receiving, at the interactive response system, a secondcommunication from the second device using the software application.

In one embodiment, the first device may be a telephone.

In another embodiment, the first communication may be received over afirst communication network, and the second communication may bereceived over a second communication network.

In one embodiment, the first communication may be received over a plainold telephone service network.

In one embodiment, the second communication may include a DTMF signal.

In another embodiment, the second communication may include a datapacket.

In one embodiment, the method may further include authenticating thesecond device.

BRIEF DESCRIPTION OF THE DRAWINGS

For a more complete understanding of the present invention, the objectsand advantages thereof, reference is now made to the followingdescriptions taken in connection with the accompanying drawings inwhich:

FIG. 1 is a block diagram of a system for integrated interactive voiceresponse system and mobile device according to one embodiment;

FIG. 2 depicts a method for using an integrated interactive voiceresponse system and mobile device according to one embodiment;

FIG. 3 depicts a method for integrated interactive voice response systemand mobile device according to one embodiment;

FIG. 4 depicts a method of transferring an interactive response systemsession to a display-enabled device is according to one embodiment; and

FIG. 5 depicts a method of using data from the user's mobile deviceaccording to one embodiment.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS

Several embodiments of the present invention and their advantages may beunderstood by referring to FIGS. 1-5 wherein like reference numeralsrefer to like elements.

The present disclosure is related to U.S. Provisional Patent ApplicationSer. No. 60/244,914, filed Nov. 2, 2000; U.S. Pat. No. 7,103,556, filedSep. 26, 2001; U.S. patent application Ser. No. 11/281,438, filed Nov.18, 2005; and U.S. patent application Ser. No. 13/644,326, filed Oct. 4,2012. The disclosure of each is hereby incorporated by reference in itsentirety.

Although this disclosure is in the context of an interactive voiceresponse system, it should be noted that any automated, interactiveresponse system may be used, including text-based systems, image-basedsystems, etc.

Embodiments relate to systems and methods for integrated interactivevoice response system and mobile device. For example, a mobileapplication or software program may be provided that communicates withan interactive response system. The application may be provided by agood or service provider that hosts an interactive response system, suchas a bank, utility provider, etc. and, from the user's perspective, mayintegrated with the interactive response system seamlessly. For example,the application may store the current interactive response system menuand may display the interactive response system options in place of thetypical keyboard display.

In another embodiment, a user may call an interactive response systemusing a mobile device, and the interactive may recognize that the useris calling from a mobile device. Alternatively, the interactive responsesystem may ask the user if he or she would like to have a link to aninteractive response system companion program sent to his or her mobiledevice, computer, etc. and may request an address (e.g., phone number,email address, etc.). The interactive response system may send a link tothe address, and the user may download, install, etc. the interactiveresponse system companion program. Similarly, if a user is accessing theinteractive response system using a landline, the user may request thata link to the interactive response system companion application be sentto an address for a mobile device, computer, etc. In one embodiment,once the interactive response system companion program is installed, thecall may be transferred to the mobile device, computer, etc. as isnecessary and/or desired.

Embodiments relate to the integration of a user's mobile device (e.g.,smart phone, tablet computer, etc.) with the interactive response systemto provide a more efficient way to navigate an interactive responsesystem menu. For example, when a user calls an interactive responsesystem number from his mobile device, an application may recognize thephone number and displays the call tree options (e.g., for English,press “1”; for Spanish, press “2”) without the user having to listen tothe options. As the user navigates the call tree, the options areupdated to reflect the current tree level.

The user may also bypass certain levels of the call tree and insteadjump directly to the desired option by pressing a “shortcut” menupre-configured on the mobile app. For example, a user can press “Make acredit card payment,” which will take the user directly to the callqueue for the requested service or inquiry.

In another embodiment, the user may authenticate himself to a mobileapplication, and have access to sensitive information through aninteractive response system. This eliminates having to speak the user'ssecure information and potentially even voice phishing. In addition,sensitive information may be displayed on the user's mobile device. Forexample, when the user speaks “balance”, the value is returned anddisplayed on the mobile device and not spoken from the interactiveresponse system.

The menu options displayed on the mobile may be linkable. That is, theuser can press the menu directly, and does not have to go back to the“keypad” to press the associated numbers.

The user may be able to pre-select options before actually making thecall to the interactive response system. The mobile application may beupdated with the most current interactive response system call treeoptions for selected businesses, services, etc. In addition, the usermay save popular menu options as shortcuts, so the user may be able toselect a destination option by pressing one button.

The mobile application may include a “talk to an agent” button toconnect the user directly at any point of the tree.

The mobile application may combine contextual information to deliverbetter experience. For example, if a user's service inquiry is bestfulfilled in a branch, the mobile application will display and suggestthe nearest branch, along with its directions, hours, etc. The mobileapplication may further provide the context of the call to arepresentative at that branch location so that the information is at thebranch before the user arrives.

The user may associate additional devices with the calling number. Forexample, the user may associate a tablet computer with a landline phonenumber, and when the user calls an interactive response system using thelandline, the user's tablet computer may be sent a message to assist innavigating the call tree.

Referring to FIG. 1, a system for integrated interactive voice responsesystem and mobile device is disclosed. In one embodiment, system 100 mayinclude smartphone 110, computer 120, terminal 130, landline phone 140,server 150, and database 180.

System 100 may include server 150. In one embodiment, server 150 mayhost an interactive voice response system that may communicate with auser through voice commands.

Database 180 may receive, store and/or maintain user information,account information, user preferences, interactive response system data(e.g., interactive response system menu data, etc.). Database 180 maystore any other information as is necessary and/or desired.

In one embodiment, smartphone 110, computer 120, terminal 130, and/orlandline phone 140 may store interactive response system data locally asnecessary and/or desired. In one embodiment, smartphone 110, computer120, terminal 130, and/or landline phone 140 may host an application,computer program, script, etc. that may store interactive responsesystem data and may control communication with server 150.

In one embodiment, smartphone 110, computer 120, terminal 130, and/orlandline phone 140 may communicate with server 150 over any suitablenetwork. Suitable networks include, for example, the Internet, a localarea network, a wide area network, a virtual private network, cellular,etc. In one embodiment, landline phone 140 may communicate with server150 using a plain old telephone service (POTS) network. In anotherembodiment, landline phone 140 may communicate with server 150 usingvoice over internet protocol (VOIP). Other communication networks,including near field communication (NFC), Bluetooth, etc. may be used asnecessary and/or desired.

Referring to FIG. 2, a method for integrated interactive voice responsesystem and mobile device according to one embodiment is provided.

In step 210, a mobile device or other electronic device may execute anapplication or computer program. In one embodiment, the application mayinteract with the device's phone application or other communicationapplication.

In one embodiment, the application may be a company-specificapplication. In another embodiment, the application may be a websiteprovided by a specific company. In still another embodiment, theapplication may be a website that may interact with more than oneinteractive response system.

In step 220, the user may select an interactive response system tocontact. In one embodiment, this may be done by the user selecting theinteractive response system through a drop-down menu, entering a name,etc. In one embodiment, the user may select an interactive responsesystem by dialing a telephone number, and the application may identifythe interactive response system based on the numbers entered. In anotherembodiment, the interactive response system may be associated with theapplication that is being executed.

In step 230, the application may contact the interactive responsesystem. In one embodiment, the application may contact the interactiveresponse system over the Internet. In another embodiment, theapplication may contact the interactive response system using a cellularnetwork. In still another embodiment, the application may contact theinteractive response system using a POTS.

In step 240, the application may display the current level of theinteractive response system tree to the user. In one embodiment, insteadof a keypad, the option may be identified. For example, at a firstlevel, rather than numbers “1” and “2”, the options “English” and“Spanish” may be displayed.

In one embodiment, the interactive response system may periodically senda synchronization signal that may keep the mobile application and theinteractive response system synchronized. For example, the signal mayinform the mobile application of the interactive response system menulevel that it is on. In one embodiment, if the mobile application andthe interactive response system are not synchronized, one or both maytake a corrective action. The signal may be communicated using anysuitable network.

In step 250, the user may select an option from the screen, and themobile device may send the associated signal to the interactive responsesystem. For example, the mobile application may generate the DTMF signalassociated with the selected option. In another embodiment, theapplication may provide a signal that may be accepted and processed bythe interactive response system. In another embodiment, the applicationmay provide a data packet to the interactive response system.

In step 260, if the final level of the tree has not been reached, thenext level of the tree is displayed.

If the final level of the tree has been reached, in step 270, the actionassociated with the selected option may be taken.

Referring to FIG. 3, method for using an integrated interactive responsesystem and mobile device according to one embodiment is provided.

In step 310, a mobile device or other electronic device may execute anapplication or computer program. In one embodiment, the application mayinteract with the device's phone application or other communicationapplication.

In one embodiment, the application may be a company-specificapplication. In another embodiment, the application may be a websiteprovided by a specific company. In still another embodiment, theapplication may be a website that may interact with more than oneinteractive response system.

In step 320, the user may select an interactive response system tocontact. In one embodiment, this may be done by the user selecting theinteractive response system through a drop-down menu, entering a name,etc. In one embodiment, the user may select an interactive responsesystem by entering, but not dialing, a telephone number, and theapplication may identify the interactive response system based on thenumbers entered. In another embodiment, the interactive response systemmay be associated with the application that is being executed.

In step 330, the application may display the interactive response systemtree to the user. In one embodiment, the entire interactive responsesystem tree (i.e., all levels) may be displayed for the user. In anotherembodiment, the interactive response system tree may be displayed bylevel. The user may zoom in/out, scroll left/right or up/down as isnecessary and/or desired.

In step 340, the user may select an option.

In step 350, if the selected option is not at a bottom level of theinteractive response system tree, then the user may be presented withthe next level. In another embodiment, the application may contact theinteractive response system with the user selected option regardless ofwhether that option is a bottom level option.

In step 360, the mobile application may contact the interactive responsesystem with the user selected option. In one embodiment, the applicationmay contact the interactive response system over the Internet. Inanother embodiment, the application may contact the interactive responsesystem using a cellular network. In still another embodiment, theapplication may contact the interactive response system using a POTS.

As discussed above, the mobile application may generate the DTMFsignal(s) associated with the selected options and transmit thosesignals with, if necessary, an appropriate pause to allow theinteractive response system to recognize and process each signal. Forexample, if the corresponding key presses for an option are 1-3-2, theapplication may first generate and transmit the DTMF signal for “1”,pause for a predetermined amount of time, generate and transmit the DTMFsignal for “3”, pause, and then generate and transmit the DTMF signalfor “2”.

In another embodiment, the mobile application may generate and transmitany other type of signal for interactive response system as is necessaryand/or desired.

In step 370, the interactive response system may take the actionassociated with the option.

In one embodiment, the user may save the option selected as a shortcutfor future use. For example, if a user navigated the interactiveresponse system tree and selected “Pay my bill,” the user may save thisas a shortcut for future interactions.

In addition, the user may set preferences for use with one or morecompanies. For example, the user may identify and save shortcuts,favorite interactive response system, display sizes and resolutions,etc. In one embodiment, the user may select an option to have any or allinformation that may normally be spoken displayed on the mobile device.This may be in addition to, or in place of, being spoken. For example,rather than have a credit card balance spoken by the interactiveresponse system, the user may select an option to have this informationdisplayed on the screen. Similarly, the user may select an option tohave interactive response system commands (e.g., enter your accountpassword) displayed in addition to, or in place of, being spoken. Otheroptions may be provided for the user as are necessary and/or desired.

In one embodiment, the user may change mobile devices (e.g., fromsmartphone to tablet computer, notebook computer, desktop computer,etc.) after the interactive response system session has started. In oneembodiment, the user may identify the second device by, for example,email address, SMS address, etc., and the session may then betransferred to that device, or may be replicated on that device. Inanother embodiment, the second device may be registered with the mobileapplication, company website, etc. and may be selected by the user. Inone embodiment, additional authentication may be required before thesession may continue on the second device.

In one embodiment, the user may initiate a call with an interactiveresponse system and then have the menus presented on a mobile device.For example, the user may initiate an interactive response systemsession using a non-smart device (e.g., landline phone or VOIP phonewith no display or limited display capabilities), and then may wish touse a device, such as smartphone, tablet computer, notebook computer,desktop computer, etc. to navigate the interactive response systemmenus. Referring to FIG. 4, a method of transferring an interactiveresponse system session to a display-enabled device is provided.

In step 405, the user may initiate an interactive response systemsession using a device with limited or no display capabilities.

In step 410, the user may select an option to use a second device, suchas a display-enabled device, for interactive response system options. Inone embodiment, this may occur at the beginning of an interactiveresponse system session. In another embodiment, this may happen at anytime in the interactive response system session.

In step 415, the user may identify the second device to the interactiveresponse system. In one embodiment, the user may identify the seconddevice by, for example, email address, SMS address, etc. In anotherembodiment, the second device may be a device that is registered to theuser, registered to the account, etc.

In step 420, the interactive response system may initiate communicationswith the second device. In one embodiment, any suitable network may beused for communication, including the Internet, cellular networks, NFC,Bluetooth, etc.

In step 425, the second device may require the user to authenticate himor herself before the interactive response system session can continue.In one embodiment, authentication may be required if sensitiveinformation is being provided to the second device. In anotherembodiment, authentication may always be required. In still anotherembodiment, if no data is being provided to the second device other thanthe interactive response system tree, authentication may not berequired.

In one embodiment, the authentication may require the entry of apasscode, such as an account passcode, etc. In another embodiment, theinteractive response system may provide the user with a passcode toenter into the second device. In one embodiment, the same level ofauthentication that was required to access the interactive responsesystem initially may be required to use the second device.

In step 430, interactive response system may provide the second devicewith the current level of the interactive response system tree.

In step 435, the second device may display the current level of theinteractive response system tree.

In step 440, the user may select an option from the interactive responsesystem tree.

In step 445, the second device may communicate the user selection to theinteractive response system.

In step 450, if the final level of the tree has not been reached, thenext level of the tree is displayed.

If the final level of the tree has been reached, in step 455, the actionassociated with the selected option may be taken.

In one embodiment, additional data that may be provided by the mobiledevice may be used in assisting the interactive response system inproviding a recommendation to the user. For example, if it is preferablefor a task to be performed in person, the interactive response systemmay use location information from the user's mobile device to identifyan available branch location and provide the user with directions to thebranch. As another example, if the user requests the location of thenearest facility, such as an ATM, branch, etc., the user's location maybe determined, and directions to the nearest facility may be provided.

Referring to FIG. 5, a method of using data from the user's mobiledevice is provided. In step 510, the user may initiate an interactiveresponse system session with a device from which the user's location maybe determined.

In step 520, the user may select an option for which the user's locationinformation is helpful. For example, the user may request the locationof a company facility (e.g., ATM, branch office, etc.). In anotherembodiment, the interactive response system may identify a request thatwould be more efficiently handled in person, and may suggest that theuser conducts the transaction in person. For example, if a user istrying to access an account statement, and an ATM is close, the usercould be informed of the location and asked if he or she wishes to havea copy of the statement printed at the ATM.

In another embodiment, if the battery of the user's mobile device isalmost depleted, the user may be provided instructions to the nearestlocation to complete the interactive response system session in person,with an ATM/kiosk, etc.

In step 530, the interactive response system may request locationinformation from the mobile device. In one embodiment, the user may berequired to authorize the use of location data to the interactiveresponse system.

In step 540, the interactive response system may receive the user'slocation information. In one embodiment, the location information may bebased on a GPS location, cellular triangulation, cellular towerlocation, WiFi network, historical data, manual user entry, etc.

In step 550, the interactive response system may determine the locationof the nearest facility.

In step 560, the interactive response system may provide the locationand/or directions to the facility to the user. In one embodiment, theinteractive response system may send the information to the mobiledevice by, for example, SMS, email, etc. In another embodiment, theinteractive response system may cause a mapping application on theuser's mobile device to launch and send directions to that application.In still another embodiment, the interactive response system may providespoken information to the user. Any or all of the options may be used asnecessary and/or desired.

In one embodiment, the user may be provided with turn-by-turn directionsfrom, for example, a mapping application, the interactive responsesystem, etc.

In step 570, the interactive response system may provide the context ofthe interactive response system session to a representative at thefacility as is necessary and/or desired. For example, if the user had aspecific question about an account, the representative may be providedwith notice that the user is en route, and may be provided with theaccount information.

In another embodiment, the context may be provided to an ATM or otherkiosk so that when the user is authenticated, the requested informationcan be provided, the session continued, etc.

Hereinafter, general aspects of implementation of the systems andmethods of the invention will be described.

The system of the invention or portions of the system of the inventionmay be in the form of a “processing machine,” such as a general purposecomputer, for example. As used herein, the term “processing machine” isto be understood to include at least one processor that uses at leastone memory. The at least one memory stores a set of instructions. Theinstructions may be either permanently or temporarily stored in thememory or memories of the processing machine. The processor executes theinstructions that are stored in the memory or memories in order toprocess data. The set of instructions may include various instructionsthat perform a particular task or tasks, such as those tasks describedabove. Such a set of instructions for performing a particular task maybe characterized as a program, software program, or simply software.

As noted above, the processing machine executes the instructions thatare stored in the memory or memories to process data. This processing ofdata may be in response to commands by a user or users of the processingmachine, in response to previous processing, in response to a request byanother processing machine and/or any other input, for example.

As noted above, the processing machine used to implement the inventionmay be a general purpose computer. However, the processing machinedescribed above may also utilize any of a wide variety of othertechnologies including a special purpose computer, a computer systemincluding, for example, a microcomputer, mini-computer or mainframe, aprogrammed microprocessor, a micro-controller, a peripheral integratedcircuit element, a CSIC (Customer Specific Integrated Circuit) or ASIC(Application Specific Integrated Circuit) or other integrated circuit, alogic circuit, a digital signal processor, a programmable logic devicesuch as a FPGA, PLD, PLA or PAL, or any other device or arrangement ofdevices that is capable of implementing the steps of the processes ofthe invention.

The processing machine used to implement the invention may utilize asuitable operating system. Thus, embodiments of the invention mayinclude a processing machine running the iOS operating system, the OS Xoperating system, the Android operating system, the Microsoft Windows™ 8operating system, Microsoft Windows™ 7 operating system, the MicrosoftWindows™ Vista™ operating system, the Microsoft Windows™ XP™ operatingsystem, the Microsoft Windows™ NT™ operating system, the Windows™ 2000operating system, the Unix operating system, the Linux operating system,the Xenix operating system, the IBM AIX™ operating system, theHewlett-Packard UX™ operating system, the Novell Netware™ operatingsystem, the Sun Microsystems Solaris™ operating system, the OS/2™operating system, the BeOS™ operating system, the Macintosh operatingsystem, the Apache operating system, an OpenStep™ operating system oranother operating system or platform.

It is appreciated that in order to practice the method of the inventionas described above, it is not necessary that the processors and/or thememories of the processing machine be physically located in the samegeographical place. That is, each of the processors and the memoriesused by the processing machine may be located in geographically distinctlocations and connected so as to communicate in any suitable manner.Additionally, it is appreciated that each of the processor and/or thememory may be composed of different physical pieces of equipment.Accordingly, it is not necessary that the processor be one single pieceof equipment in one location and that the memory be another single pieceof equipment in another location. That is, it is contemplated that theprocessor may be two pieces of equipment in two different physicallocations. The two distinct pieces of equipment may be connected in anysuitable manner. Additionally, the memory may include two or moreportions of memory in two or more physical locations.

To explain further, processing, as described above, is performed byvarious components and various memories. However, it is appreciated thatthe processing performed by two distinct components as described abovemay, in accordance with a further embodiment of the invention, beperformed by a single component. Further, the processing performed byone distinct component as described above may be performed by twodistinct components. In a similar manner, the memory storage performedby two distinct memory portions as described above may, in accordancewith a further embodiment of the invention, be performed by a singlememory portion. Further, the memory storage performed by one distinctmemory portion as described above may be performed by two memoryportions.

Further, various technologies may be used to provide communicationbetween the various processors and/or memories, as well as to allow theprocessors and/or the memories of the invention to communicate with anyother entity; i.e., so as to obtain further instructions or to accessand use remote memory stores, for example. Such technologies used toprovide such communication might include a network, the Internet,Intranet, Extranet, LAN, an Ethernet, wireless communication via celltower or satellite, or any client server system that providescommunication, for example. Such communications technologies may use anysuitable protocol such as TCP/IP, UDP, or OSI, for example.

As described above, a set of instructions may be used in the processingof the invention. The set of instructions may be in the form of aprogram or software. The software may be in the form of system softwareor application software, for example. The software might also be in theform of a collection of separate programs, a program module within alarger program, or a portion of a program module, for example. Thesoftware used might also include modular programming in the form ofobject oriented programming. The software tells the processing machinewhat to do with the data being processed.

Further, it is appreciated that the instructions or set of instructionsused in the implementation and operation of the invention may be in asuitable form such that the processing machine may read theinstructions. For example, the instructions that form a program may bein the form of a suitable programming language, which is converted tomachine language or object code to allow the processor or processors toread the instructions. That is, written lines of programming code orsource code, in a particular programming language, are converted tomachine language using a compiler, assembler or interpreter. The machinelanguage is binary coded machine instructions that are specific to aparticular type of processing machine, i.e., to a particular type ofcomputer, for example. The computer understands the machine language.

Any suitable programming language may be used in accordance with thevarious embodiments of the invention. Illustratively, the programminglanguage used may include assembly language, Ada, APL, Basic, C, C++,COBOL, dBase, Forth, Fortran, Java, Modula-2, Pascal, Prolog, REXX,Visual Basic, and/or JavaScript, for example. Further, it is notnecessary that a single type of instruction or single programminglanguage be utilized in conjunction with the operation of the system andmethod of the invention. Rather, any number of different programminglanguages may be utilized as is necessary and/or desirable.

Also, the instructions and/or data used in the practice of the inventionmay utilize any compression or encryption technique or algorithm, as maybe desired. An encryption module might be used to encrypt data. Further,files or other data may be decrypted using a suitable decryption module,for example.

As described above, the invention may illustratively be embodied in theform of a processing machine, including a computer or computer system,for example, that includes at least one memory. It is to be appreciatedthat the set of instructions, i.e., the software for example, thatenables the computer operating system to perform the operationsdescribed above may be contained on any of a wide variety of media ormedium, as desired. Further, the data that is processed by the set ofinstructions might also be contained on any of a wide variety of mediaor medium. That is, the particular medium, i.e., the memory in theprocessing machine, utilized to hold the set of instructions and/or thedata used in the invention may take on any of a variety of physicalforms or transmissions, for example. Illustratively, the medium may bein the form of paper, paper transparencies, a compact disk, a DVD, anintegrated circuit, a hard disk, a floppy disk, an optical disk, amagnetic tape, a RAM, a ROM, a PROM, an EPROM, a wire, a cable, a fiber,a communications channel, a satellite transmission, a memory card, a SIMcard, or other remote transmission, as well as any other medium orsource of data that may be read by the processors of the invention.

Further, the memory or memories used in the processing machine thatimplements the invention may be in any of a wide variety of forms toallow the memory to hold instructions, data, or other information, as isdesired. Thus, the memory might be in the form of a database to holddata. The database might use any desired arrangement of files such as aflat file arrangement or a relational database arrangement, for example.

In the system and method of the invention, a variety of “userinterfaces” may be utilized to allow a user to interface with theprocessing machine or machines that are used to implement the invention.As used herein, a user interface includes any hardware, software, orcombination of hardware and software used by the processing machine thatallows a user to interact with the processing machine. A user interfacemay be in the form of a dialogue screen for example. A user interfacemay also include any of a mouse, touch screen, keyboard, keypad, voicereader, voice recognizer, dialogue screen, menu box, list, checkbox,toggle switch, a pushbutton or any other device that allows a user toreceive information regarding the operation of the processing machine asit processes a set of instructions and/or provides the processingmachine with information. Accordingly, the user interface is any devicethat provides communication between a user and a processing machine. Theinformation provided by the user to the processing machine through theuser interface may be in the form of a command, a selection of data, orsome other input, for example.

As discussed above, a user interface is utilized by the processingmachine that performs a set of instructions such that the processingmachine processes data for a user. The user interface is typically usedby the processing machine for interacting with a user either to conveyinformation or receive information from the user. However, it should beappreciated that in accordance with some embodiments of the system andmethod of the invention, it is not necessary that a human user actuallyinteract with a user interface used by the processing machine of theinvention. Rather, it is also contemplated that the user interface ofthe invention might interact, i.e., convey and receive information, withanother processing machine, rather than a human user. Accordingly, theother processing machine might be characterized as a user. Further, itis contemplated that a user interface utilized in the system and methodof the invention may interact partially with another processing machineor processing machines, while also interacting partially with a humanuser.

It will be readily understood by those persons skilled in the art thatthe present invention is susceptible to broad utility and application.Many embodiments and adaptations of the present invention other thanthose herein described, as well as many variations, modifications andequivalent arrangements, will be apparent from or reasonably suggestedby the present invention and foregoing description thereof, withoutdeparting from the substance or scope of the invention.

Accordingly, while the present invention has been described here indetail in relation to its exemplary embodiments, it is to be understoodthat this disclosure is only illustrative and exemplary of the presentinvention and is made to provide an enabling disclosure of theinvention. Accordingly, the foregoing disclosure is not intended to beconstrued or to limit the present invention or otherwise to exclude anyother such embodiments, adaptations, variations, modifications orequivalent arrangements.

1-21. (canceled)
 22. A method for using an interactive response systemwith a plurality of devices, comprising: an interactive response systemreceiving a communication request from a first electronic device; theinteractive response system establishing an interactive menu sessionwith the first electronic device over a first communication channel; theinteractive response system receiving over the first communicationchannel from the first electronic device a request for the interactiveresponse system to communicate with an interactive menu application on asecond electronic device; the interactive response system communicatinga current level of the interactive menu tree to the interactive menuapplication on the second electronic device over a second communicationchannel; the interactive response system receiving a selection from theinteractive menu application from the second electronic device; and theinteractive response system providing a synchronization signal to thesecond electronic device to synchronize the interactive menu applicationwith the current level of the interactive menu tree.
 23. The method ofclaim 22, wherein the first communication channel comprises a plain oldtelephone service network.
 24. The method of claim 22, wherein theselection from the interactive menu comprises at least one Dual-ToneMulti-Frequency signal.
 25. The method of claim 22, wherein theselection from the interactive menu application comprises at least onedata packet.
 26. The method of claim 22, further comprising:authenticating the second electronic device.
 27. The method of claim 22,wherein the second electronic device is a tablet computer.
 28. Themethod of claim 22, wherein the first communication channel comprises avoice communication channel, and the second communication channelcomprises a data communication channel.
 29. The method of claim 22,wherein the interactive menu session is active on both the firstelectronic device and the second electronic device at the same time. 30.The method of claim 22, wherein the first communication channel and thesecond communication channel are the same communication channel.
 31. Themethod of claim 22, wherein the interactive menu application displaysthe current level of the interactive menu tree of the interactive menusession on a display of the second electronic device.
 32. The method ofclaim 22, wherein the second electronic device communicates with theinteractive response system via the first electronic device.
 33. Themethod of claim 22, wherein the first electronic device and the secondelectronic device are both associated with the same user.
 34. The methodof claim 22, further comprising: the interactive response systemtransfers the interactive response session from the first electronicdevice to the second electronic device.
 35. The method of claim 22,wherein the first communication further comprises an identifier for thesecond electronic device, and the interactive response system identifiesthe second electronic device based on the identifier.
 36. The method ofclaim 22, wherein the interactive response system communicates theinteractive menu application by communicating an identification of asoftware application comprising the interactive menu for the secondelectronic device to execute.
 37. The method of claim 22, wherein theselection of at least one menu option is received as part of theinteractive menu session.